Ingenia fined $1.5m for ‘systematic’ breaches leaving seniors unable

Ingenia fined – A Victorian rental provider has been ordered to pay a $1.5 million penalty after Consumer Affairs Victoria found widespread failure to install two-burner cooktops at some properties, alongside contract practices that prevented elderly residents from cooking at

By the time complaints reached the Housing for the Aged Action Group, the issue had shifted from food quality to a harsher reality: some residents were being offered meal packages, but had no kitchen option to cook a meal at home.

Consumer Affairs Victoria says Ingenia Gardens will pay $1.5 million after the agency inspected six sites operated by Ingenia last year and found 35 of the units did not have two-burner stove tops.. The breaches were described as “systematic, large-scale and affected those who were vulnerable and financially disadvantaged”.

Under the regulator’s action, Ingenia is required to install two-burner cooktops in units that did not have them. It will also have to report to Consumer Affairs Victoria every six months to show it is improving its properties to meet minimum rental standards, as part of an enforceable undertaking.

The penalty is being split between Consumer Affairs Victoria, affected renters and the advocacy body that raised the alarm. Ingenia Gardens is to pay $1 million to the Victorian Consumer Law Fund, $400,000 to the affected renters and $100,000 to the Housing for the Aged Action Group.

Housing for the Aged Action Group executive officer Fiona York said her organisation first heard concerns about the quality of food being offered.. She said that once the group understood residents also lacked an option to cook because some apartments did not have kitchens. it decided to make a complaint.

“Residents were firstly coming to us about the quality of the food, [but] once we realised that they actually didn’t have an option to even cook a meal for themselves because they didn’t have any kitchens, it was time to make a complaint.”

Consumer Affairs Victoria said it was concerned the state’s minimum rental standards were not met, and it also required Ingenia to remove unfair contract terms stopping people cooking in their own home. The agency says the company may be audited for compliance at any time.

Renters Minister Paul Edbrooke said the fine put every rental provider on notice. describing the conduct as “a clear and unconscionable breach of our minimum standards”.. A minister’s spokesperson said the breaches were detected at Ingenia’s facilities in Carrum Downs. Geelong. Grovedale. Melton and Ballarat.

York said the size of the penalty was meant to send a message to operators like Ingenia. She pointed to how limited affordable options can make older renters reluctant to challenge rules.

“Because older renters have such few choices that are affordable, it means they’re scared to make a complaint because there are no other options, so I hope it helps residents feel empowered to speak up when they think the rules have been broken,” she said.

In a statement to the ASX on Monday, Ingenia said residents who resided in units without cooktops will be paid $15.89 [for each week] they were without cooking facilities, as well as a lump sum of $50 in recognition of the frustration and denial of their right.

Ingenia Gardens is to make these arrangements across its Victorian sites, where the company offers retirement village apartments and other rental units to people over 55 at nine sites in Victoria, including aged care facilities.

York also raised additional concerns, including that some residents were spending 80 per cent of their pensions on the cost of rent and their meal packs. Ingenia did not respond to requests for comment about any messages it had for affected residents or about any further allegations from York.

The pattern described by the regulator links the lack of two-burner stove tops with required contractual changes and ongoing reporting: Consumer Affairs Victoria inspected six sites. found 35 units without the stove tops. said the practices were “systematic. large-scale”. and then required Ingenia to both install the cooktops and remove contract terms stopping residents cooking at home. with every six months of progress reporting to follow.

Ingenia Gardens Consumer Affairs Victoria rental standards cooktops elderly tenants Housing for the Aged Action Group Paul Edbrooke Grovedale Geelong Carrum Downs Melton Ballarat enforceable undertaking Victorian Consumer Law Fund